Operations Analyst (Loan, Payment, and Operational Services Return Items Team)

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

JOB DESCRIPTION

The work hours for this position will vary based on business needs.

This position reports to the Senior Manager within the Return Items team under KTOS Loan and Payment Operational Services. Under limited or no supervision, the Analyst performs analytics that may include direction of operational activity. Provides data and support for process improvement concepts across teams within the organization. Provides data and support for developing reporting and metrics to measure performance and the effectiveness of operational processes. This position demonstrates and maintains familiarity with industry trends and practices specific to the operational area, Risk Management, Compliance and Operations. Supports business critical operational or technological issues including root cause analysis, cross business impact and assists with remediation. This position uses data across multiple sources to support projects, application changes, system upgrades and issue remediation plans, as well as second and third line of defense items.

ESSENTIAL JOB FUNCTIONS

• Oversight of end of day processing and closing tasks specific to Returns.
• Acts as extension of leadership and escalates issues timely and as needed.
• Assists management in all projects, audits, and system upgrades as needed.
• Oversees phone reporting to monitor incoming call volume and ensure staffing levels are appropriate.
• Cross-functional collaboration to accomplish scorecard and reporting needs.
• Partners with Technology and Support for system upgrades and testing.
• Communicates changes in processes, system functionality and procedures to team members.
• Acts as go-to for the team in assisting with questions, issues, and research items.
• Identifies opportunities for process improvement and makes suggestions for continuous improvement.
• Creates, edits, and maintains internal procedures.
• Assesses strengths and developmental needs of team members and provides feedback to management.
• Performing low level analytics and process reviews that may or may not include direction operational activity.
• Provides data and support for improvement concepts across the organization.
• Provides data and support for developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational areas, Risk Management, Compliance, and Operations.
• Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions.
• Mine data from primary and secondary sources often using complex joins across multiple datasets.
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Other duties as assigned.

REQUIRED QUALIFICATIONS

• Minimum 3 years of experience working in a high production, deadline-driven environment.
• Experience managing personal deliverables that have client facing and SLA impact.
• Experience developing and documenting procedures.
• Proficiency in MS Office suite, with Intermediate Excel skills.
• Comfortable navigating multiple systems and applications to solve routine challenges.
• Strong written and verbal skills with the ability to summarize information.
• Possess strong people skills with the ability to build and manage good working relationships.
• Ability to remain flexible and effective in a fast-paced team environment.
• Ability to adhere to and demonstrate the Key Values

PREFERRED QUALIFICATIONS

• Knowledge of check/ACH processing.
• Knowledge of TRIPS application (Incoming & Exceptions) queues.
• Strong analytical, problem-solving, and communication skills.
• Project management experience.
• Proficiency in data analysis software (Excel, SQL, SAS).
• Experience presenting and communicating with various levels of management and internal partners.

COMPETENCIES/SKILLS

Requires working in a high production, deadline-oriented environment. Must have the ability to communicate effectively to various levels of associate, internal partners, and clients. Follows established corporate and department policies and procedures. Demonstrates adaptability and detail orientation, shows work commitment, and manages well in a challenging environment. Prioritizes work, focuses effectively, and can multi-task. Seeks and accepts feedback, Drives results. Willing to cross-train associates as the subject ma